Gmail Quick Start

The Gmail channel lets your team send email from your Gmail address inside Resool and get customer replies back in the shared inbox, next to your WhatsApp, Instagram and other conversations. You connect it by signing in with Google, so there is no forwarding rule, SMTP server or app password to set up. It suits small teams and founders who already talk to customers from a Gmail or Google account.

#What you can do with Gmail

In the Inbox

• Email a contact from your Gmail address and keep the whole thread in one conversation.
• Get the customer's replies back in the same conversation. Resool checks the mailbox about once a minute.
• Reply with the same composer you use for every channel: To, CC, BCC, Subject, rich formatting and attachments. See Replying to conversations.

On the contact page

• Start an email from any contact that has an email address. The contact's channel list shows Email (Gmail · your address) with a Message button.

In your mailbox

• Emails you send from Resool are sent as you through Gmail, so they also appear in your Gmail Sent folder.

#Before you begin

• You need a Google account with Gmail (a personal Gmail account or a Google Workspace mailbox).
• In Resool, only workspace Owners and Admins can connect channels.
• Each workspace connects one Google account. The same Google connection also powers Google Sheets, Google Calendar and Google Drive in Apps.

#How to connect Gmail to Resool

1. Go to Settings › Channels and click Add Channel. The Channel Catalog opens.
2. Open the Email tab, find the Gmail card and click Connect.

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Settings › Channels › Add Channel, Email tab

The Channel Catalog on the Email tab with the Google Workspace, Gmail, Yahoo and Other Email cards, each with its Connect button.

File: screenshots/gmail-quick-start-catalog.png

1. The Connect Gmail dialog explains that you'll be taken to Google to sign in and approve. Click Sign in with Google.

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Settings › Channels › Add Channel › Gmail › Connect

The "Connect Gmail" dialog with its description, the note about being taken to Google, the note about sending your first email from a contact's profile, and the Use SMTP instead and Sign in with Google buttons.

File: screenshots/gmail-quick-start-connect-dialog.png

1. In the Google window, choose the account you want to use and approve access. Resool asks permission to send email as you and to read the replies.
2. You're returned to Resool and see Gmail connected. Under Settings › Channels, a Gmail card now shows the connected address, the Active status and the Reconnect and Disconnect buttons.

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Settings › Channels

The channels list with the Gmail card showing a connected address (e.g. support@acme.com), the Active badge and the Reconnect and Disconnect buttons.

File: screenshots/gmail-quick-start-channel-card.png

#How to send your first email

The Gmail channel is created the first time you email someone from Resool.

1. Open a contact that has an email address in Contacts (or open the contact panel from a conversation).
2. In the contact's channel list, find Email (Gmail · your address) and click Message.
3. Write your email: add a Subject, the message and any attachments, then send it.

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Contacts › open a contact with an email address

The contact's channel list with the "Email (Gmail · support@acme.com)" row, the contact's email address and the Message button.

File: screenshots/gmail-quick-start-contact-message.png

From now on, the channel appears in Settings › Channels with a Manage button, and replies to that email arrive in the same conversation in the Inbox.

#Which emails come into Resool

Resool doesn't copy your whole mailbox. A new email in your Gmail account comes into the Inbox only when:

• it's a reply in a thread you started from Resool, or
• it's from someone who is already a contact in your workspace.

Emails you send from Gmail itself are not imported, and everything else stays in Gmail only. If you want every email sent to a support address to land in Resool, use an email inbox with forwarding instead.

#How to use SMTP instead

If you can't sign in with Google, or your admin blocks third-party access, you can connect Gmail with SMTP and forwarding.

1. In the Connect Gmail dialog, click Use SMTP instead.
2. The Add an email inbox form opens with Gmail's SMTP server already filled in. You need a Google app password, not your normal password.

Follow Email Inbox Quick Start to finish the setup.

#How to disconnect Gmail

1. Go to Settings › Channels and click Disconnect on the Gmail card.
2. Confirm in the Disconnect Gmail? dialog.

Resool stops accessing your Google account. Because Gmail, Google Sheets and Google Calendar share one Google connection, all of them are disconnected together. Past conversations stay in the Inbox. You can connect again at any time.

#Notes and limitations

• One Google account per workspace. To use a different address, disconnect and sign in with the other account.
• New emails are picked up about once a minute, not instantly.
• Only replies to Resool threads and emails from existing contacts come in (see above).
• Google applies its own Gmail sending limits to your account.

#FAQ and troubleshooting

#I connected Gmail, but I don't see a Gmail channel with a Manage button. Why?

The channel is created when you send the first email from a contact's profile. Until then, Settings › Channels shows a Gmail card for the connected account with Reconnect and Disconnect only.

#Customer replies aren't arriving in the Inbox

The contact's channel list may show Reconnect Google to receive replies. This means Resool can send but can't read the mailbox.

What you can do:

• Go to Settings › Channels and click Reconnect on the Gmail card.
• On Google's consent screen, make sure you allow every permission Resool asks for.
• Wait a minute: new emails are checked about once a minute.

#Emails from a new sender don't show up

Resool only imports emails from people who are already contacts, or replies in threads started from Resool. Add the sender as a contact, or use an email inbox with forwarding to receive everything sent to an address.

#I see "Connect Google (with Gmail) in Apps first."

Your Google connection is missing or doesn't allow sending email. Connect Gmail again from Settings › Channels › Add Channel › Gmail and approve every permission.

#Can I connect more than one Gmail address?

Not with Sign in with Google: each workspace connects one Google account. You can add other addresses as email inboxes using SMTP and forwarding.

#What's next?

• Email Inbox Quick Start
• Replying to conversations
• Channel settings: routing, auto-assign and satisfaction surveys
• Contact profile